Being in an industry with everchanging legislations and complex rules demands focus on growth and improvement. While this industry also means daily contacts with individuals who are maybe not at the best place in their lives, it requires a special kind of employee – one who is also growing and changing with the demands of the market, our customers, and our fellow human beings.
For this reason, Sergel Denmark has recently conducted an extensive training program led by Louise Mattel. Louise has substantial experience within several industries, doing ‘change–programs’ which focus on behavior, communication, education, management, and HR projects.
Klaus Reimer, MD of Sergel Denmark, says “It was quite clear to me, that this was a great opportunity to elevate a high level of competences to an ever higher one, when we got the opportunity to work closely together with Louise.”
Klaus continues: “Our employees are already highly experienced in dealing with end-customers having our “We Care” in focus, but there are always ways to optimize how to work, what to say, when to say it etc. This is where Louise´s vast experience in our industry and her personal skills are of high value.”
The training had two focus areas, which are strategic to Sergel, namely “We Care” and “Effortless Experience”
To top off the training, Sergel´s local coach has participated and has been trained in a “train the trainer” program, which has upgraded her skills and allows her to continue and follow-up on the existing quality program, using new parameters to monitor, measure and improve skills in our teams.
We are excited to see already now, how this training increases our end-customer experience surveys to an even higher level.